About TeamSideline.com

TeamSideline is a One-Stop platform with everything you need in sports league management software including youth or adult individual or team registration, game, practice and tournament scheduling, officials management, communications and more.

About the Position

Customer Support Specialists play a vital role in maintaining customer loyalty and ensuring that customers have a positive experience with TeamSideline. Your primary responsibility is to act as the first level of contact/support for all inquiries, requests, concerns, and issues from TeamSideline administrators and End Users. You will serve as a liaison between customers and the company, aiming to provide timely and effective solutions to ensure customer satisfaction. Must take full ownership of customer issues and concerns until fully resolved or handed off to the next level of support.

Remote Work / Location

• This position is for 100% remote work, however candidates must reside in one of the following States:
  California, Massachusetts, Missouri, New York, Texas, Washington.
• This position works 8:00 AM – 5:00 PM Pacific Time (PST). Candidates located outside the Pacific Time Zone must be available to work these hours in their local time zone.
• Rotational support: Participation in limited, rotational, on-call evening and weekend coverage.

Responsibilities

The key responsibilities associated with this role are:

• Customer Service: Professionally interact with customers via various channels such as phone, email or zoom, to address their questions, concerns, and requests.
• Customer Interaction: Listen actively to customer issues and provide accurate and helpful solutions. This might involve troubleshooting technical problems, explaining product features, or guiding customers through processes.
• Information Sharing: Provide customers with information about products, services, policies, and procedures. Ensure customers have a clear understanding of what the company offers.
• Problem-Solving: Analyze customer problems and find effective solutions, sometimes in collaboration with other team members or departments.
• Escalation: Escalate complex or unresolved issues to higher-level support or relevant departments while ensuring that customers are informed about the progress.
• Documentation: Contribute to the development and maintenance of support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Feedback Collection: Gather feedback from customers and relay it to the appropriate departments within the company to improve products, services, and processes.
• Product Testing: Participates in testing and quality assurance activities for software releases.
•  Website Design & Content Support: Assist customers with website design updates, layout adjustments, and content changes within the platform, ensuring sites follow best practices for usability, branding, and accessibility.

Skills & Qualifications

The key skills associated with this role are:

• Customer Service: Demonstrates exemplary customer service. Maintains a positive and professional attitude, even in challenging situations, helps create a positive customer experience.
• Communication: Excellent verbal and written communication skills to effectively convey information and instructions to customers. Ability to document processes effectively.
• Empathy: Demonstrates empathy and patience when dealing with frustrated or upset customers. Understanding their concerns and showing that you genuinely care can help defuse difficult situations.
• Problem-Solving: Ability to think independently, analyze problems, identify root causes, and propose solutions.
• Time Management: Ability to handle multiple customer inquiries and requests simultaneously while prioritizing customer needs and priority.
• Technical Proficiency: Demonstrates ability to learn proprietary system tools such as Zendesk and Jira. Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc).  Knowledge of image manipulation, HTML, CSS, JavaScript, SQL are a plus.
• Adaptability: Ability to learn new software quickly, function in fast-paced environment and work on multiple tasks simultaneously. Ability to be adaptable to different situations and customer personalities is important.
• Active Listening: Can demonstrate active listening to customers and ability to ask clarifying questions.
• Team Oriented: Ability to gain the cooperation of others in the pursuit of company goals.
• Work Ethic: Strong work ethic with proven track record of dependability and consistency.

About the Team

The people that work at TeamSideline are dedicated to simplifying and elevating the lives of our busy customers. We are a team of energetic professionals that have a passion for customer service. Our passion to making our customers’ lives better is why we never stop listening to our customers’ needs and exceeding them. TeamSideline provides web sites, mobile apps, scheduling, and registration services to customers throughout the US.  Major customers include Park and Recreation Departments and youth sports leagues.  TeamSideline prides itself on being a small company providing big company services.

Benefits

In addition to a competitive salary, TeamSideline offers the following benefits:

• 100% Remote Work – Enjoy the flexibility and convenience of working from home.
• Generous Paid Time Off – Start with 4 weeks of PTO to maintain work-life balance.
• Remote Work Stipend – Stay connected with company support for your internet costs.
• Health, Dental, and Vision Reimbursements – Get reimbursed for essential healthcare needs.
• 401(k) Plan with 5% Company Match – Immediate vesting ensures your retirement savings grow from day one.